T-Mobile Customer Service is an EPIC FAIL!

Tuesday, April 14, 2009

Belligerent Mr. Rozzi's formal response to my BBB complaint. Funny how he neglects to mention how he screamed at me on the phone and didn't bother to listen to anything I had to say.

The purpose of making a complaint to the BBB is so that the company and the consumer can discuss the situation and resolve the issue. Screaming at a customer and accusing them of lying, then expecting them to accept an insufficient offer of settlement after making no attempt to address their issues, is not "resolving the issue".

T-Mobile has reviewed our records and they indicate no changes or calls to our Customer Care department for the month of December 2008 or January 2009. Additionally we have reviewed the charges on the account for the overages and have validated those charges. T-Mobile offers many ways to check usage such as our website, by dialing #MSG# and pressing send from the mobile phone. Our records also show that on Ms. XXXX's January 2009 statement which covers dates from December 20, 2008 through January 19, 2009, there was no unlimited messaging features appearing as part of the detailed plan she is subscribed to. This would have serviced as another reminder of the details of her rate plan and services.

In an effort to resolve this issue, T-Mobile offered Ms. XXXX a onetime goodwill credit of $200.00 for the valid overage charges that appeared on Ms. XXXX's account; unfortunately she has declined our offer. It remains our position that the overage charges on her account are valid and owing.

Based on the foregoing, T-Mobile considered this issue closed.

Thank you for bringing this matter to our attention. If you have any further questions or concerns, please feel free to contact me at the address below.